Related papers: On The Evolution Of User Support Topics in Computa…
Quantum computing is rapidly advancing, but quantum software development faces significant challenges, including a steep learning curve, high hardware error rates, and a lack of mature engineering practices. This study conducts a…
The increasing adoption and commercialization of generalized Large Language Models (LLMs) have profoundly impacted various aspects of our daily lives. Initially embraced by the computer science community, the versatility of LLMs has found…
Email is a ubiquitous communications tool in the workplace and plays an important role in social interactions. Previous studies of email were largely based on surveys and limited to relatively small populations of email users within…
Background: It has long been suggested that user feedback, typically written in natural language by end-users, can help issue detection. However, for large-scale online service systems that receive a tremendous amount of feedback, it…
Modeling structure and behavior of software systems plays a crucial role, in various areas of software engineering. As with other software engineering artifacts, software models are subject to evolution. Supporting modelers in evolving…
The continuous software engineering paradigm is gaining popularity in modern development practices, where the interleaving of design and runtime activities is induced by the continuous evolution of software systems. In this context,…
Software is the key crosscutting technology that enables advances in mathematics, computer science, and domain-specific science and engineering to achieve robust simulations and analysis for science, engineering, and other research fields.…
Machine Learning software documentation is different from most of the documentations that were studied in software engineering research. Often, the users of these documentations are not software experts. The increasing interest in using…
The communities who develop and support open source scientific software packages are crucial to the utility and success of such packages. Moreover, these communities form an important part of the human infrastructure that enables scientific…
Software as a Service (SaaS) is well established as an effective model for the development, deployment and customization of software. As it continues to gain more momentum in the IT industry, many user experience challenges and issues are…
The availability of open-source projects facilitates developers to contribute and collaborate on a wide range of projects. As a result, the developer community contributing to such open-source projects is also increasing. Many of the…
In this paper an analysis of a technical support data with the goal of identifying process improvement actions for reducing interrupts is presented. A technical support chat is established and used to provide internal developer support to…
This paper presents the results of a research study related to software system failures, with the goal of understanding how we might better evolve, maintain and support software systems in production. We have qualitatively analyzed thirty…
Technical support problems are often long and complex. They typically contain user descriptions of the problem, the setup, and steps for attempted resolution. Often they also contain various non-natural language text elements like outputs…
Background: Research software is crucial for enabling research discoveries and supporting data analysis, simulation, and interpretation across domains. However, evolving requirements, complex inputs, and legacy dependencies hinder the…
Usability is an increasing concern in open source software (OSS). Given the recent changes in the OSS landscape, it is imperative to examine the OSS contributors' current valued factors, practices, and challenges concerning usability. We…
Software documentation guides the proper use of tools or services. With the rapid growth of machine learning libraries, individuals from various fields are incorporating machine learning into their workflows through programming. However,…
Sentiment analysis methods have become popular for investigating human communication, including discussions related to software projects. Since general-purpose sentiment analysis tools do not fit well with the information exchanged by…
Mathematical knowledge is a central component in science, engineering, and technology (documentation). Most of it is represented informally, and -- in contrast to published research mathematics -- subject to continual change. Unfortunately,…
Improved software discovery is a prerequisite for greater software reuse: after all, if someone cannot find software for a particular task, they cannot reuse it. Understanding people's approaches and preferences when they look for software…